Jo-Ann Nossek
Port Townsend,WA
Summary
Customer service and safety-focused Fleet Service Agent offering 38 years of positive performance in airline support roles. Well-versed in managing and transporting cargo across domestic and international routes. Hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Vacation Planner position. Ready to help team achieve company goals.
Overview
38
38
years of professional experience
Work History
Fleet Service Agent
American Airlines
04.2018 - 10.2022
- Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
- Guided planes for all arrivals and departures with strong focus on safety.
- Documented all required information regarding cargo weight and destination.
- Originated and implemented operational processes and procedures, amplifying productivity.
- Enhanced efficiency by implementing new fleet management software for tracking and scheduling maintenance.
Cargo Operations Agent
American Airlines
02.2013 - 03.2018
- Streamlined cargo handling processes by implementing efficient procedures, resulting in reduced turnaround time.
- Maintained accurate inventory records for incoming and outgoing shipments, ensuring smooth cargo operations.
- Enhanced customer satisfaction by addressing and resolving concerns related to cargo handling and documentation.
- Coordinated with airlines, ground handlers, and warehouse staff to ensure timely processing of cargo shipments.
- Developed strong relationships with clients by providing excellent customer service, resulting in repeat business opportunities.
- Collaborated with customs officials on import/export regulations compliance, avoiding fines or penalties due to non-compliant shipments.
- Participated in industry seminars and trainings; applied acquired knowledge towards improving departmental processes and procedures.
- Utilized computer systems to manage cargo shipments and accurately track goods.
- Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
- Implemented and maintained security protocols to safeguard cargo shipments.
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
- Prepared hazardous material shipments in compliance with safe handling practices.
- Negotiated and arranged transport of goods with shipping or freight companies.
- Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
- Examined cargo and freight shipments to check goods' condition.
- Built working relationships with clients to foster loyalty and encourage repeat business.
- Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.
- Resolved any customer inquiries or complaints to restore satisfaction.
- Created documents of load plans, cargo cleanliness inspections, and transportation processes.
- Entered shipping information into computer system and estimated freight and postal rates.
Licensed Nursing Assistant
Friendship Village Healthcare Center
05.2015 - 01.2017
- Improved patient satisfaction by delivering compassionate and attentive care to diverse populations.
- Enhanced patient safety through diligent monitoring, accurate documentation, and timely reporting of health concerns.
- Collaborated with interdisciplinary healthcare teams to develop comprehensive care plans tailored to individual needs.
- Assisted patients with activities of daily living, promoting independence and dignity in a supportive environment.
- Reduced the risk of infection by maintaining strict adherence to hygiene protocols and infection control measures.
- Provided exceptional support for patients requiring specialized care, such as those with dementia or complex medical conditions.
- Upheld regulatory compliance standards by consistently following facility policies, procedures, and licensure requirements.
- Fostered strong relationships with patients'' families through clear communication and empathetic support during difficult times.
- Promoted patient comfort by promptly addressing pain management needs in collaboration with nursing staff.
- Facilitated smooth transitions between shifts by diligently documenting pertinent patient updates for incoming colleagues.
- Documented patient information and care activities in electronic health record.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Facilitated personal hygiene management, feeding and ambulation.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Upheld infection control and prevention policies across different patient-facing areas.
- Ensured continuity of care by providing thorough updates during shift changes and maintaining detailed records of patient progress.
- Supported needs of 24+ residents under long-term care.
Fleet Service Agent
US Airways
04.2005 - 02.2013
- Provided exceptional customer service while managing logistics associated with pick-ups, deliveries, and special requests.
- Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
- Examined cargo and freight shipments to check goods' condition.
- Entered shipping information into computer system and estimated freight and postal rates.
- Advised clients on transportation and payment methods.
- Built working relationships with clients to foster loyalty and encourage repeat business.
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
- Directed delivery trucks to shipping doors or designated areas and helped unload and load goods.
Cargo Sales Agent
America West Airlines And US Airways
04.1994 - 09.2008
- Developed strong relationships with clients through excellent customer service and regular followups.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Assisted call-in customers with questions and orders.
- Increased sales and customer satisfaction through personalized servicing.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Explained features and advantages of Express products or services to promote sales.
- Logged reports, expenses, receipts, and sales in company database.
- Built relationships with customers and community to promote long term business growth.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Recorded accurate and efficient records in customer database.
Customer Service Representative
America West Airlines
05.1984 - 04.1994
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Licensed Nursing Assistant Certificate - Nursing Assistant
Maricopa Community Colleges - Gateway Community College
Phoenix, AZ03.2015
High School Diploma -
Sahuaro High School
Tucson, AZ06.1981
Skills
- Excellent communication
- Organizational skills
- Strong teamwork
- Safety awareness
- Environmental consciousness
- Technical aptitude
- Emergency response
- Asset tracking
- Adaptability and flexibility
- Route planning expertise
Timeline
Fleet Service Agent
American Airlines
04.2018 - 10.2022
Licensed Nursing Assistant
Friendship Village Healthcare Center
05.2015 - 01.2017
Cargo Operations Agent
American Airlines
02.2013 - 03.2018
Fleet Service Agent
US Airways
04.2005 - 02.2013
Cargo Sales Agent
America West Airlines And US Airways
04.1994 - 09.2008
Customer Service Representative
America West Airlines
05.1984 - 04.1994
Licensed Nursing Assistant Certificate - Nursing Assistant
Maricopa Community Colleges - Gateway Community College
High School Diploma -
Sahuaro High School
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